The sudden increase in travel demand has overwhelmed Hawaiian Airlines’ flight booking systems, both online and by phone, making it impossible for major Hawaii airlines to serve customers.
The problem the airlines described as a separate problem arose as people started traveling again between islands and to and from the mainland amid relaxed COVID-19 restrictions and increased vaccination.
Hawaiian Airlines spokesman Alex DaSilva said issues with online and phone booking systems were separate but combined.
Technical issues prevent customers from logging into the company’s online booking system, which has led to more people calling the company’s call center phone, while he said the call center doesn’t have enough staff for unexpected calls.
On Tuesday, the state launched a COVID-19 “vaccine passport” for international travel, allowing those who can provide evidence that they have been vaccinated in Hawaii to avoid the quarantine measures and the required 10 tests. day
At the same time, demand for travel from the mainland has increased significantly as more and more vaccinated citizens feel safe traveling. Hawaii’s low coronavirus infection rates also make it an attractive destination, as other countries with slow vaccine release to maintain travel restrictions.
DaSilva said the entire industry is struggling with this trend. “It’s the result of suppressed demand,” he said.
On Friday, the company apologized to those who flown frequently and promised to do better.
“Our technology team works day and night to resolve top performance issues. HawaiianAirlines.com, ”Hawaiian said in an email.“ Our customer contact team is training new agents and our call center staff. They don’t go as fast as we might expect and are unlikely to fix overnight. ”
DaSilva stressed that the company is eager to finally serve those looking to travel again.
“We are excited to welcome people back,” he said. “We just ask for patience and thank you for their understanding.”